Job Description
Job Title: ZTNA Support Lead / Technical Lead
nExperience: 12+ Years
nDepartment: Technical Support / Customer Support
nEmployment Type: Full-time
nWork Mode: Remote
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nPosition Summary
nWe are looking for an experienced ZTNA Support Lead / Technical Lead to lead a dedicated enterprise ZTNA support team.
nThe role will provide technical leadership to 4 L2 ZTNA Support Engineers , manage complex customer escalations, lead P1/P2 incidents and work closely with Engineering, Product and Customer teams.
nThis is a hands-on technical leadership role , requiring robust experience in ZTNA, networking, security, authentication and production troubleshooting.
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nKey Responsibilities
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Lead and mentor the L2 ZTNA support team.n
Act as the primary technical escalation point within Support.n
Own complex customer issues and P1/P2 incidents.n
Lead major incident bridges and drive service restoration.n
Guide engineers through structured troubleshooting and RCA.n




Review and validate technical escalations before Engineering/R&D; involvement.n
Manage customer technical escalations and communication.n
Work closely with Engineering/R&D; on product defects and complex issues.n
Monitor SLA, MTTR, backlog and support performance.n
Develop troubleshooting guides, SOPs, escalation processes and Knowledge Base articles.n
Identify recurring issues and drive problem-management activities.n
Support customer deployments, upgrades and technical reviews.n

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nMandatory Skills
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12+ years of experience in technical support, network security, ZTNA, VPN, SASE/SSE or enterprise security.n
Robust hands-on experience with ZTNA / Secure Remote Access .n
Strong enterprise networking knowledge.n
Solid understanding of:n
TCP/IP, DNS, Routing and NATn
Firewall and Proxy technologiesn
SSL/TLS, PKI and Certificatesn
AD / LDAPn
SSO / MFAn
SAML / OAuth / OIDCn
Experience with Linux and Windows environmen

📌 Technical Lead Support Engineer Ztna Raipur (India)
🏢 Info Origin
📍 India